MTN Black Friday deal ****!

Tried to upgrade 2 of my numbers on black friday via call center, got told to go into the store after not being able to complete the upgrade. Went to the store and the biometrics failed repeatedly & the application was sent via email to MTN from the store consultant. Got a call saying my upgrade was rejected because my credit score is -400. My credit report shows 697/740. What the **** is going on?